Lexus
Reviews and Complaints

I have been paying for this service after the initial complimentary period ended. I called for a tow/charge and was told by two representatives that I was out of warranty and there was nothing they could do about it. I had to call AAA instead. My service manager contacted them and I do have roadside assistance. They did apologize but ...They failed me when I need them. Do not buy!

I have been a happy Lexus customer for over 15 years and with Toyota before that for 4 years. I first purchased a GX followed by an ES for my wife. Later I replaced the GX with an RX Hybrid. We still own the ES and RX but sadly these will be the last vehicles we purchase from AK. If we received good service from AK we would have replaced the ES last year.

Over the years service has gone down at AK, they continue to add other brands of vehicles, most recently BMW, which makes it difficult to schedule service for our Lexus's. When I called for my last oil change I was told I could have an appointment in 2 weeks, and loaner cars were no longer being provided, I was told as long as I was the original owner of my Lexus they would supply a loaner car and car washes we no longer get a loaner car and car washes are limited to 2 a month but the wait for a car wash is usually 2 or more hours. I scheduled the appointment for the oil change and it took a day to do a routine oil change on my RX. The service driver picking me up to go back for my car joked, there was a woman there getting her battery changed and she waited all day.

When I tried to schedule an appointment for an oil change for our ES it was a 2 week wait so I took the vehicle elsewhere to change the oil, which took less than an hour. Up until this time AK provided all the service for our Lexus's. Now they are calling me asking if I am interested in buying a BMW off of them, which I am not.

I do not care how much of a discount I am offered, if I can not obtain good timely service I will go elsewhere.

In addition, the paint on our ES started to bubble after 18 months despite the car being kept in a garage and washed weekly. AK gave me a slight discount to repaint the hood, top and trunk of the car. 2 years later the paint is coming off again even though the car is kept in the garage most of the time. I thought Lexus was a quality brand and was surprised I had to repaint a new vehicle and then the second paint job done by your dealer did not last. AK would not help me in anyway about repainting the car a third time and now with the service issues I will be looking elsewhere for our next vehicle, maybe Tesla. Even the Toyota Celica I had for 10 years that was not in a garage as much as our ES the paint never faded except for the bumpers.

Another issue with the ES about a year ago, routine oil change and service. Rotated tires and gave me the safety inspection saying everything was fine. As soon as I drove the car off the lot I could tell there was a problem with the front tires as the car was unsafe to drive. No explanation just go buy another tire even though these tires were less than a year old.

I sent an email to the US regarding this, to be told they only cover the continental 48 states. Guam was not in the drop down box for this email but I think Australia and New Zealand are included in Oceania with Guam.

I am writing to inform Lexus of the quality of service being offered on Guam.
Question Reference # [protected]
• Date Created: 08/06/2019 08:20 PM CT
• Date Last Updated: 08/12/2019 12:49 PM CT
• Status: Response Sent

The Lexus Sports Utility Vehicle is not living up to its expected performance. I am experiencing problems with the navigation system, which is changing to a dark frozen screen.

The other problem is that there is a knocking problem coming from the gasoline tank when it's full. The knocking sounds are annoying, and it seems like the dealerships have no idea or clue how to fix this problem. It's a problem which is going on for more than two years and continue to this day. If the problem persists with no remedies, Unfortunately, I am not going to buy another Lexus RX 350 vehicle.

To whom it may concern,
On April 18, 2018 I purchased a 2009 RX350 SUV. I wasn't concerned about the year because of the great reviews the Lexus brand has. And how they can easily last for 20 plus year. I have been doing my best at trying to keep up with oil changes and things like that and up until now I have been very happy with my SUV until June 28, 2019 when oil started running out of my car and the check engine light came on while I was driving home. I had no idea what was going on. The first thing I did was contacted the Lexus service department when I got home that evening. I was advised to bring the SUV in. I had it towed to Towson Lexus on 1040 York Rd Towson MD 21204 Saturday morning. I spoke with Chelsea and she gave me the bad news about the issues with the car. She told me that the Engine oil cooler line pipe had broken and that there was a recall on the part for the last 10 yrs. She then informed me that I had missed the deadline by 9 months and that the car had not been serviced by a Lexus dealer in years and that because of that the company may not want to service the SUV. I explained to her that I can't and shouldn't be held accountable for what previous owners did because I am here now. She explained that it would cost me $1300 to have it fixed. I expressed my concerns and asked how would I have know there was a problem when it didn't show up on the the Maryland State Inspection? At that time she explained that it's one of those things you don't know you have a problem until it happens. I told her that wasn't fair to me or any other customer who had this problem. I asked her to please reach out to customer services and please advocate for me. She told me that she would when she returned on Tuesday and she gave me a loaner car. However she called me today and told me that it was a no and that it was my problem. I asked her for the number and I called this afternoon when I got home and the customer representative I spoke with was not customer friendly at all she repeated over and over again that it was my problem and we are not fixing it. I asked her where was her heart of compassion and why was she so cold. At the end of the day I'm a customer regardless of where or who I purchased the car from. She stated she would submit a claim to the a customer care person and she would tell them that she told me that it was my problem and not a Lexus issue.
I never thought in a million years I would have every received this type of treatment from a company who stands behind there brand that they provide great luxury with minor issues. A product thats built last for generations to come.
It should not matter where or who I brought the car from because at the end of day I still choose to purchase your brand and when people see the car they see a very reliable luxury car what they don't see is the manufacture your brand choose used a product that was faulty and defective and you don't know you have this issue until it happens to you. And when it happens if it didn't happen with in the 10 yr time frame it's the customer responsibility . The customer did not decide to get the cheaper part. At least I know I did not make that choice. So why should I have to foot the bill for the manufacture that Lexus company partner with? The Lexus company made a decision not to do a total recall for this problem and allowed their customers to wait for this issue to happen to them. I believe this is very unfair to me and any other customer.
I am a single mother who works as a public school secretary I don't have $1300 laying around some where to fix this car and deal with the other concerns with the car.
I am hope that you would stand behind your brand and your reputation and help me with this matter.
Thank you,
Tanya Lassiter
[protected]

"Lexus customers for life" is clearly not what the company is concerned about...any longer!
Lexus International, is only concerned with making excuses for individual dealerships miss treating and lying to customers.
Lexus International only response to dealerships not providing quality and guaranteed services ( advertised and warranty) is " Individual dealerships can refuse providing any "Lexus International advertised guaranteed customers for life service" after the Auto is sold.
For example: something as low cost as washing Lexus vehicles or checking tire pressure!
Or, tires for life...using any miner thing to say...a customer didn't service the vehicle...at their dealership.
Our first Lexus was in 1992, next 2002, last 2003. We still own the 2002. We sold the 2003 to The dealerships in May 2019. One month later took the 2002 for a complimentry carwash ( Lexus Melbourne FL) and we were told... because we purchased the 2002 at Lexus of Melbourne...they would not wash the vehicle.
Outrageous and small minded abuse of client!

I was charged close to $700 for my radio that had no sound. Once I picked up my car it started doing this all day reset of my navigation system. I took it back to Lexus and was told that there is a master reset to navigation systems that are having this problem. My car has been to Lexus 2 times for this same problem and it still doesn't work correctly. This morning it started working and I know later on going home it will go back to the restarting things it's doing.

I just bought the car on Jan this year and the car is slightly more than 10 years now (i.e. 10 years 3 months). The car is working fine except for the interior which I noted the rubber is pealing/dropping off. I'm quite surprise with the poor quality of it as I had drove other cars that are more than 10 years but no such problem at all. This is my first time buying a Lexus and I'm not sure if I will still go for this brand as I was told by the service engineer that this is common for a 10 years car. As such, I would like to hear from the management on this and since I'm going to drive this car for at least another 5 years, please let me know what can I do to rectify the interior condition.

To: Lexus Japan Customer Services Complaints

We bought your Lexus RX350 (A) in the year January 2014 at the price of RM435, 340.00 in Malaysia from one of your dealer Wing Hin Auto Carriage Sdn Bhd (Malaysia) and has been consistently and regularly service at their service centre with all our records.

On 08th November 2018 our vehicle was towed back to your Lexus service centre (Wing Hin Auto Carriage Sdn Bhd) and the report of the condition was "vehicle abnormal jerking and lost power" enclosed herewith the letter from Wing Hin Carriage Sdn Bhd reference no: L5B-GS-18-11-02 dated 26 November 2018.

We are very disappointed with the letter/report from Wing Hin Carriage Sdn Bhd. In our experience we never encounter such a serious matter and the vehicle was travelling in the express line with a sudden lost power and stopped that causing a great danger.

We are now totally lost confidence with your prestigious brand name LEXUS vehicle. Once again we sincerely wish our clarification and issued highlighted to your organization(Japan) with enclosed of our letters and your dealer's letter as stated below:

Our Letter to your dealer Wing Hin Carriage Sdn Bhd

1) Letter dated 26th November 2018, Reference No : MID5507/11/2018
2) Letter dated 06th December 2018, Reference No: MID5510/12/18
3) Letter dated 04th January 2019, Reference No: MID5514/01/19

Your Letter to us Mega Interior Decorators Sdn Bhd

1) Letter dated 26 November 2018, Reference No: LSB-GS-[protected]
2) Letter dated 28 December 2018, Reference No: LSB-GS-[protected]
3) Email dated 07 January 2019, from : Customer Support Team
4) Letter dated 09 January 2019, Reference No: CRD19/[protected]/1/189
5) Email dated 16 January 2019, from: khalifah
6) Email dated 25 January 2019, from: khalifah

We are bringing this serious matter to your utmost attention to your organization (Japan) and please expedite to advise us what is your best expertise actions towards and resolve the intricate faulty matter of your luxurious make vehicles.

Thank you

from Mega Interior Decorators Sdn Bhd

Our correspondance email address : midsb.[protected]@gmail.com

c.c : Mr Ravindran Kurusamy - President Lexus Malaysia
Mr Justin Kwan - Director Lexus Malaysia
Toshio Asahi - Chief Engineer Lexus
Kementerian Perdagangan Dalam Negeri Dan Hal Ehwal Pengguna
Dass Jainab & Associates - Legal Advisor

I am very disappointed with the dashboard interior inside my 2006 rx330 lexus the dashboard has begin to break up and fall apart this is just unacceptable for I lexus brand my chevy impala interior is immaculate and it is over 13 years old. You would think lexus would fix this problem. The dashboard was built awful and for the price you pay for the vehicle it should not break apart.

I have had 3 out of 4 door lock actuators fail on a 2014 lexus gx460 with 65000 miles. Each replacement is $633 at the dealer. I complained to lexus customer service and was told that since there was no current recall in force or since the car was out of warranty, lexus was unable to refund any repair costs. The first lock failure was at 52000 miles, 2000 miles over the alleged warranty. I would urge any prospective lexus purchaser to heed the warning of inferior door lock actuators.

I went by pembroke pines lexus on sunday nov 11, 2018 and had the worst experience with service advisor ed. Who told me the could not take care of the issue only monday through friday and when I asked if they would give me a loaner they stated yes. I showed up the following date nov 12th at 7:45am to be told they can not give me a loaner and instead they gave me a ride to my work. Within an hour and a half they told me by service advisor andre that car was ready and they would send a drive to come pick me up. I can not be leaving my job due to meetings and asked why couldn't they just bring me my car and he told me that for deliveries and pick up it needs to be scheduled. I have been a customer for over 7 years and am disgusted with this service especially since the day before the sales manager frank and richard both assured me that if I showed up on monday like I did I would have a loaner car to avoid this inconvenience. This is the worst service ever!

I had originally leased a vehicle 2015 Lexus RX 350 from Lexus of Orland, 8300 W. 159th Street, Orland Park, IL 60462. The VIN number is 2T2BK1BA9FC324816. I turned in my vehicle to Lexus of Arlington, 1510 W. Dundee Rd, Arlington Heights, IL 60004 on Aug 10th 2018. I was told by the dealer that if I purchase a new vehicle the $350 disposition fee will be waived. I purchased a new 2018 RX 350 VIN 2T2BZMCA9JC161458 from Lexus of Arlington, 1510 W. Dundee Rd, Arlington Heights, IL 60004 in July 2018 and now I am being asked to pay the disposition fee. I paid cash purchase and did not realize that I will be penalized for being a loyal customer for over 8 years (I also leased Lexus LS460 4 years 2010-2014) and buying another new Lexus
I would request you to waive this fee. Would be greatly appreciated
Thanks
Paresh Vipani
[protected]
[protected]@hotmail.com

Beware of leasing from lexus! At the end of my lease I was sent a bill for $1042. I believed this to be high so I called lexus to ask they review this. A week later I spoke to the same rep who said there was no damage to the car and asked me to pay $692 for going over the mileage. I paid it. Then I was sent to collections for the $350 difference. I called lexus right away and no one would take ownership of sending me to collections, basically passed the buck. I was not told who I could talk to about this either. No one offered a solution. I guess this is business as normal. Buyer beware!